TELUS Signals a New Approach to Compliance

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Human Resources

Use Cases

Regulatory Compliance Monitoring
Remote Collaboration

Services

Cloud Planning, Design & Implementation Services
System Integration

The Challenge

TELUS, a national telecommunications company in Canada, was facing a challenge in managing its ethics and compliance program. The company's hotline reporting system was limited and inefficient, with reports going directly to a single desk and being tracked via spreadsheets. As a small department, providing 24/7 access, multilingual capability, and online access from anywhere in the world was a significant challenge. The company needed a more structured, centralized approach to ethics and compliance that could efficiently identify and resolve issues. They also wanted to encourage employees to adopt an 'ask first, act later' mentality towards ethical challenges.

About The Customer

TELUS is a national telecommunications company in Canada that provides a wide range of telecommunications products and services including internet access, voice, entertainment, video, and satellite television. The organization was originally a merger of four telecommunications companies that grew into a national organization. To support their growth, the company decided to adopt a structured, centralized approach to ethics and compliance. The company has over 65,000 employees and operates in diverse areas around the world. TELUS is committed to maintaining a strong business culture and upholding its ethics policies, commitment to corporate governance, and reputable business practices.

The Solution

TELUS selected NAVEX's EthicsPoint® as their solution. This system provided a hotline and case management system that automated their ethics compliance efforts across the company’s diverse operations around the world. The Implementation Services team worked with TELUS to align the system with their programs. The system was used not only to report concerns but also to encourage employees to bring their questions and dilemmas to the ethics department. This approach helped guide employees through their decisions, promoting positive, ethical behavior rather than punishment for unethical behavior. Three groups at TELUS handle reports through the NAVEX database, allowing for a fair and consistent approach across the entire scope of the organization’s operations.

Operational Impact

The NAVEX system provided a central position from which to manage the company’s business culture.
The system allowed for a fair and consistent approach across the entire scope of the organization’s operations.
The system encouraged employees to bring their questions and dilemmas to the ethics department, promoting positive, ethical behavior.